Business Transformation Lead

3 hours ago

Paranaque City, Calabarzon, Philippines Straive Full time ₱1,500,000 - ₱3,000,000 per year

Senior Manager, Operations

Role Summary

The Senior Manager is the
Head of Delivery
for the account, responsible for execution, financial management, and client satisfaction across ~500 FTEs and 12 projects. This role ensures operational excellence, process transformation, and commercial health under the guidance of AVP/VP leadership.

Key Responsibilities

Operations & Program Leadership

  • Direct delivery operations across India, Nicaragua, Vietnam, and the Philippines.
  • Ensure successful execution of 12 projects, meeting KPIs, SLAs, and client expectations.
  • Identify operational gaps and lead efficiency initiatives.
  • Apply technical expertise in SQL, Excel, and data analysis to drive insights.
  • Implement governance frameworks to standardize operations.

Financial & Commercial Management

  • Manage account P&L, including expense control, headcount, and forecasting.
  • Drive cost optimization to ensure profitability and sustainability.

Client & Stakeholder Management

  • Act as the primary day-to-day client contact.
  • Coordinate with internal functions and senior leadership to align resources.
  • Support Sales in framing new opportunities and driving organic growth.

Qualifications

  • 10+ years in BPO/IT-ITES, with 5+ years in senior management roles.
  • Direct P&L management for multi-million-dollar portfolios.
  • Experience leading large teams (~200+ FTEs) across multiple geographies.
  • Proven track record in transformation and governance programs.
  • Bachelor's degree required; MBA or PMP/Lean Six Sigma preferred.

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